QA Analyst

🚀 We’re on a mission to make money work for everyone.

We’re waving goodbye to the complicated and confusing ways of traditional banking.

After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us.

With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers!

We’re not about selling products - we want to solve problems and change lives through Monzo ❤️

Dublin | 💰€41,300 - €50,300 + Incentive Awards tied to your performance + Benefits | Hear from the team ✨

⭐ Our Operations team

By solving customers’ problems, treating them fairly and being totally transparent, we believe we can make banking better for everyone 💪

The EU Operations team is at the heart of everything we do for our customers at Monzo. To ensure that we’re providing our customers with exceptional customer service, our quality program is essential to help us monitor performance and identify areas for improvement. We’re looking for a Quality Analyst to support in this area and help us drive for excellence.

🔑 You’ll play a key role by...

Completing independent QA of customer journeys across Monzo EU business areas, assess adherence to policies, processes, regulation and customer service standards

Completing independent reviews in line with the QA framework

Delivering reviews to exceptional standards, meeting both productivity and quality targets

Writing thorough, constructive and balanced feedback to enable business improvements and agent development

Working with the EU Quality Manager and Ops stakeholders to deliver feedback to drive improvements

Flagging trends and patterns, escalating risks to the EU Quality Manager for further review, and highlighting potential improvements in the QA processes

Supporting the EU Quality Manager with pulse checks where a deep dive into an issue is required

🤩 We’d love to hear from you if…

You are passionate about our Monzo customer experience and want to help improve this

You have experience working in QA in a large scale operations

You have experience working with Quality tools and data tools e.g. SQL

You have experience of reviewing data - identifying trends and making recommendations

You have experience creating procedure documentation and guidance

You work collaboratively with other teams to reach a common goal

You are an excellent communicator, and can adapt your approach to suit the needs of different audiences and are able to challenge the status quo where necessary

🙌 What’s in it for you

💰€41,300 - €50,300 + Incentive Awards tied to your performance

📍This role will have a hybrid working model, based in our Dublin office 2 - 3 days a week

⏰ We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team

🏝 Annual Leave - 34 days including public holidays (24 holiday days + 10 public holidays)

📚 €1,200 learning budget each year to use on books, training courses and conferences

🏥 Private healthcare scheme

💰 Pension scheme: the minimum contribution is 4% and Monzo matches any additional contributions that you make up to a maximum of 6%

💛 Wellbeing benefits: financial education, women’s and men’s health support, mental health benefits, including coaching and counselling

🌈 The application journey has 3 key steps

30 min call with the Recruiter

30 min call with the Hiring Manager

2 hours of technical and behavioural interviews

This process should take around 3-4 weeks - your schedule is really important to us, so we promise to be as flexible as possible! We have s